The People's Operator - Complaints Code

The People's Operator is committed to providing you with the best possible service we can. However, despite our best efforts things can go wrong and when they do we want to know so that we can put them right.

This customer complaints code gives information on how to contact The People's Operator, and the procedures we follow to resolve complaints about sales, charging or our general service. This customer complaints code forms part of our communications consumer code of practice, available above.

STAGE 1:

If you have a complaint:

Please call our customer services department on 0845 225 2505, 0333 313 7760 or 500 from your TPO SIM. You will be asked about the nature of your complaint and seek to resolve the problem while you are on the line. If this is not possible we will agree a further course of action with you. We will have to ask you questions to confirm that we are speaking to the right person.

During any discussions we will protect the personal information, which you provide to us, in accordance with our Privacy Policy which can be found here.

STAGE 2:

Escalation procedure:

Should your complaint not be resolved to your satisfaction following our 1st stage resolution the complaint may be escalated by emailing: complaints@tpouk.com

To ensure all points of the complaint are answered clearly and accurately we ask that you detail in writing full and precise facts and information that you believe should be considered when TPO investigate the complaint. This will ensure we handle your case effectively and in a timely manner. This will also provide an accurate log of all interactions and responses between yourself and TPO, if in the unlikely event the complaint remains unresolved to your complete satisfaction. TPO endeavour to respond to your complaint within 3 working days.

STAGE 3:

If you would like take your complaint further you are statutorily entitled to refer your complaint to an alternative dispute resolution scheme. We participate in the telecommunications ombudsman service (Ombudsman Service: Communication).

You can ask the Ombudsman service to independently review your complaint, and the service offers free independent advice to help to sort out disputes. They will tell you about any other options that may be available to you.